When you make that call, send that tweet or visit that branch, there is always someone on the receiving end. That person is there to offer you a product or service, respond to your inquiries or help your solve a problem. As they do what they do best, their objective is to ensure that at the end of the day, you’re wowed and delighted. We approached some of the “heroes on headsets” at Chase Bank so that they can tell us a little something about what they do every day #CSWeek2015.
Celine Akoth Aluoch.
Q2. What’s your role in Customer Experience?
I am a Channels Experience Officer incharge of investigating customer complaints and ensuring case resolution and closure.
Q3. What do you love about being a part of the Customer Experience team?
I love the fact that I have an ample opportunity to put a smile on every customer`s face by dealing with their pain points and eventually making them feel important and appreciated.
Q4. What has being part of the Customer Experience team taught you so far?
I have learnt to treat a customer the way I would love to be treated. I have also learnt what a customer really wants….and most of all, I`ve learnt that the customer comes first regardless of whether I`m having a bad day!
Q5. What’s your favorite superhero character, why?
My favorite superhero character is Spiderman. Because he is just a simple and ordinary guy who has extra ordinary ability and uses it to serve mankind by fighting evil.
Q6. Send a shout out to of your favorite customers?
I wish to send a shout out to: Allan Gogo, Robert Mwangi, Kennedy (Cytonn Investments), Bertha Apondi and @Kamungah….phewks! I have so many of them the list is endless!
Q7. From a personal level, what more do you think can be done to improve the experience a customer has with a brand so that they can be left wow’ed and delighted?
I believe that customers do not expect us to be perfect; they expect us to come through for them in the shortest time possible whenever they have an issue they want sorted. What we should do is offer our customers the best products and the best service we can. Once we do this, everything else will fall into place. In customer service, what matters most is how you do what you do; It`s what gives you a competitive edge in the market.